We are committed to treating you fairly. Our Code of Rights and Conduct tells you how we hold ourselves accountable in our interactions with you. We are here to help you if you feel you were treated unfairly—either in how you were treated or in the claim process.
Give us a call
It is important to us that your concerns are resolved at the earliest opportunity.
- If you are a worker and have a fairness concern, we encourage you to call your adjudicator or case manager as soon as possible.
- If you are an employer and have a fairness concern about a claim, we encourage you to call the assigned adjudicator or case manager as soon as possible. If your fairness concern relates to your account, we encourage you to call the person who made the account decision.
In each case they will listen to your concerns and answer any questions you may have. You can also ask to speak to a supervisor or manager at any time.
What is a fairness review?
You can request a formal fairness review by the Fairness Review Officer (FRO) through the Fair Process Review Centre (FPRC). The FRO is accountable to the Board of Directors and oversees the FPRC, which provides neutral, impartial and independent assistance to both workers and employers who feel they were treated unfairly. There is no cost for this service.
The role of the FRO and FPRC is to:
- Uphold the WCB’s Code of Rights and Conduct and base their own conduct on the same.
- Conduct thorough, impartial and independent investigation of administrative fairness complaints.
- Recommend solutions that are fair to both you and the organization with a focus on resolution.
- Improve the overall system for all customers, by making recommendations to resolve issues of unfairness to WCB management and the Board of Directors.
- Provide an independent service that is approachable, responsive and free of charge to the workers, employers, dependants and representatives that rely on, or work within, the workers’ compensation system.
- Promote fairness within the workers’ compensation system through outreach and education opportunities.
Fairness is assessed in two main categories:
- While raising issues with the supervisor or manager is often an effective way to resolve concerns, it is not a pre-requisite to accessing support from the FRO and FPRC.
- The Fair Process Review Centre does not have the legislative authority to review or change a claim/account decision. If you are concerned about a decision and would like it reviewed, you will find information on how to do this here.
How to request a fairness review
Time limit for review
You have 60 days from the event or behaviour that led to your fairness concern to complete the Fairness review form.
If you complete the form after 60 days, the Fairness Review Officer may consider extending the time period, provided there is a reasonable explanation for the delay. The Fair Process Review Centre does not conduct fairness reviews more than one year after the event or behaviour that led to the fairness concern.